5 days + Alternative half Sat

Key Responsibilities:

1. Service Quality Management:
   Monitor and track NPS and CSI scores to evaluate performance against quality benchmarks and ensure service consistency.
2. Customer Experience Enhancement:
   Analyse feedback from surveys, complaints, and escalations to identify improvement areas. Develop and implement effective action plans with aftersales teams to strengthen service delivery.
3. Reporting & Insights:
   Prepare detailed reports and analysis on customer satisfaction trends, using insights to recommend strategic improvements and establish service excellence benchmarks.
4. Customer Delight Initiatives:
   Plan and execute customer engagement and appreciation programmes, including seasonal campaigns, to boost overall satisfaction and brand loyalty.
5. Process & Compliance:
   Ensure adherence to service quality standards, recommend process improvements, and implement corrective actions to maintain optimal operational efficiency.

We regret only shortlisted candidates will be contacted. All applications will be handled confidentially. By submitting your application, you agree to the collection, use, retention, and disclosure of your personal information to prospective employers.

Wecruit Pte Ltd

EA License No. 20C0270